MetoCRM
Call Transcripts & Analysis
Call recordings sit in an archive nobody opens. MetoCRM transcribes them, produces a short summary and tags the conversation with a sentiment — inside the patient record, and searchable.
Recordings without information
Every phone system records calls now. In practice those recordings are dead data: listening to a conversation takes as long as the conversation. On a day with a hundred calls nobody goes back through them — a single recording gets opened only when a complaint arrives.
Yet the phone call is where the sale carries the most information. Why the patient walked away, where the price landed badly, which question a consultant keeps stumbling on — it is all in there. Untranscribed, none of it reaches a report.
Two stages: text first, meaning second
The system takes the recording from your phone system and transcribes it. That is stage one; the output is the full text of the conversation.
Stage two analyses that text: it produces a short summary and tags the conversation as positive, negative or neutral. The two run separately, so a record that has a transcript but no analysis is visible as such and gets completed.
How the analysis works is not fixed: what counts as a negative conversation, and what the summary should focus on, comes from instructions you provide. A rule like "flag conversations where price was contested" is defined against your operation, not a generic template.
What it is used for
- Loss analysis — Reading the summaries of lost patients back to back surfaces objection patterns without listening to a single recording.
- Coaching — Which consultant stalls on which question becomes visible without audio review, and feedback comes with a concrete example.
- Handover — Whoever picks the file up reads the summary instead of opening a fifteen-minute recording.
- Audit — When a complaint arrives, "what was actually said" exists as searchable text.
- Sentiment watch — Conversations tagged negative form a list, and as the operation grows that list works as an early warning.
The pipeline protects itself
Audio processing depends on an outside service, so the fragile points are known. The system does not swallow them: if the provider fails repeatedly the pipeline pauses itself and an email goes out. Once the problem is fixed, it is resumed deliberately.
That behaviour is a choice. The alternative is a queue that keeps failing on every new recording, burning quota, with nobody noticing.
Frequently asked questions
How are call recordings transcribed?
Which phone systems does it work with?
How reliable is the sentiment tag?
Where is the data stored?
Is every conversation analysed?
Related pages
Turn your recordings into information
In the demo we work out which summary and which tag would actually help on your own call flow.